Bilingual Senior Technical Support Analyst

Staples Inc.; Richmond Hill; On-site; CAD 68,000 - 90,000; Full time

Benefits offered by this job

Associate discount

Health and Dental benefits

RRSP/DPSP

Performance bonuses

Learning & Development programs

Job summary

Staples Canada is seeking a Bilingual Senior Technical Support Analyst to manage escalations, mentor agents, and resolve complex issues across POS, PCs, AS400, and network hardware. You will collaborate with cross-functional teams to diagnose problems and improve service delivery.

The role requires a degree in networking, relevant certifications (asset), and 2–3 years in Staples Canada or equivalent experience.

Qualifications

• Degree or Diploma in Computer Networking or related discipline.
• A+, Network +, CCENT, or MCP Certification an asset.
• 2-3 years of working at Staples Canada Support Centre or equivalent experience.
• Staples Store Experience is an asset.

Responsibilities

• Resolve escalations and mentor Technical Support Agents.
• Provide second-level system support to retail stores and home office users.
• Create, modify, and maintain knowledge articles to reduce recurring issues and improve first-call resolution.
• Support environments including POS, PCs, AS400, telecom, networks, RF scanners and other hardware.
• Collaborate with Network Analysts, Application Specialists, and Telecommunication teams to diagnose issues.
• Contribute ideas to improve efficiency and KPIs with the Service Delivery leadership.
• Troubleshoot and resolve client issues proactively and reactively.

Skills

Bilingual

Technical support

Troubleshooting

Customer service

Cross-functional collaboration

Education

Degree or Diploma in Computer Networking

Tools

AS400

POS systems

RF scanners

Networking equipment

Job description

Some of what you will do:

The Bilingual Senior Technical Support Analyst is responsible for managing the resolution of escalations in a timely manner that includes providing mentorship and guidance to the Technical Support Agents. This individual will be responsible for taking more complex cases, recognizing the underlying problem, performing troubleshooting, resolving problem calls, and following up with users to confirm proper resolution. This individual will require experience and understanding of the I.S. environment including supporting end-users for PC or server applications and hardware. Be willing to work weekends, evenings, and day shifts.Also, be required to be available via pager for afterhours support on a four-week rotational basis.

Specifically, You Will:

• Support level one agents to resolve complex issues.
• Provides second level system support to all retail stores and home office users from escalations of Technical support Agents.
• Create, modify, and maintain knowledge articles to minimize recurring technical issues and improve first-call resolution.
• Have a good understanding of Staples environment and equipment. Working with Point-of-Sale systems, PC’s, AS400, telecommunication, Networks, RF scanners and other hardware.
• Collaborates cross-functionally with Network Analysts, Application Specialists, and Telecommunication teams to diagnose and resolve technical issues efficiently.
• Contribute ideas and observations to the Sr. Manager of Service Delivery and Technical Support Team Lead in order to improve the efficiency of the Support team in achieving KPIs.
• Accountable for troubleshooting and resolving client issues on both a proactive and reactive basis.

Some of what you need:

• Degree or Diploma in Computer Networking or related discipline.
• A+, Network +, CCENT, or MCP Certification an asset.
• 2-3 years of working at the Staples Canada Support Centre or equivalent experience.
• Staples Store Experience is an asset.

Physical demands/working conditions:

• Office environment

Some of what you will get:

• Associate discount
• Health and Dental benefits
• RRSP/DPSP
• Performance bonuses
• Learning & Development programs
• And more...